Digital Account Manager

Dext Software Ltd; London; On-site; GBP 35,000 - 55,000; Full time

Job summary

A leading global accounting software provider is seeking an Account Manager in London to enhance client satisfaction and loyalty. The role focuses on responding to escalated client issues while promoting product offerings and driving revenue growth within the portfolio.

Benefits

Competitive salary

Flexible working

25 days off plus bank holidays

Employer-paid private medical insurance

Cycle to work scheme

Access to LinkedIn Learning

Mental health support

Qualifications

• Knowledge of consultative selling & renewal negotiations.
• Self-starter with strong relationship-building skills.
• Ability to adapt to peaks in activity with rigour.

Responsibilities

• Act as main contact for escalated client matters to ensure satisfaction.
• Develop relationships with scalable contact strategies.
• Identify areas of risk and propose improvements for customer satisfaction.

Skills

Relationship-building

Problem-solving

Consultative selling

Creativity

Flexibility

Job description

Who we are, what we do & why we do it:

We are Dext - the world's leading accounting & bookkeeping automation software provider. Our products give businesses real-time visibility and control over spend, payments and expenses, and help accountants and bookkeepers reach new levels of efficiency when working with complex financial data workflows. We are trusted by over 1 million SMBs worldwide. Our solutions embrace AI, machine learning, and emerging technologies to advance and improve the accounting process and data quality for all, making accounting more effortless.

Dext operates across Europe, North America and APAC, with an expanding SaaS product portfolio. We are now seeking an Account Manager to ensure customer satisfaction and loyalty by implementing strategies to reduce churn and enhance user engagement across 1000 of our clients.

The role - what you’ll do:

As the first line of defence in partner retention for Dext, this role focuses on responding to customer escalations and reducing churn. Collaborate with customer service and account management teams to help us maintain our excellent reputation and support the growth of the UK market by keeping our valued partners happy and satisfied.

Act as the main point of contact for all escalated client matters making sure our partners and users get their concerns addressed and a satisfactory result
Understand the problems and needs of customers and provide a quick, relevant and personalised response until complete resolution (Phone/Emails/Chat)
Introduce Dext's expanded product offering to your portfolio, via a 1:to many approach
Develop relationships with scalable contact strategies such as mass email marketing or hosted webinars
Responsible to generate revenue and drive growth within your portfolio
Communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
Work with the support team and Product team to keep improving self-service resources available for users, with a focus on the help centre
Identify areas of risk within your Partner portfolio and take action to proactively
Bring ideas for continuous improvement to increase customer satisfaction, reduce escalations and mitigate churn.

About you - what we are looking for:
Below are our ideal requirements, but we hire on potential, not just on experience, and we know that some people are less likely to apply for a role if they don’t meet 100% of the criteria. At Dext we are committed to cultivating a diverse, inclusive and empowering culture, so please apply if you meet the majority of these competencies. You can read more about our Diversity and Inclusion commitments.

Knowledge of consultative selling & renewal negotiations
You have a self-starter mentality and you lean into curiosity and creativity in the face of a challenge
Strong relationship-building skills and problem-solving skills
Flexibility, reactivity and ability to adapt your work to peaks in activity with rigour and organisational skills

What you will be part of - our values, culture and behaviours:
We are a highly ambitious, innovative, market-leading FinTech. We are a global, Private Equity backed business (HgCapital), but we have the dexterity and pace of a scale-up. We are uncompromising in our desire to achieve our best, day-in day-out, and we have three clear values which guide everything we do:

Be Brave - Everyone in the company has a voice to challenge ideas and the status quo.
Be Exceptional - We set high standards for ourselves. We aim to be exceptional at what we do.
Be Together - We are one team. There is no such thing as individual success without team success.
Our behaviours are how we practically live and breathe our values and are an essential part of life at Dext.

Our behaviours guide us and inform how we communicate, collaborate and support each other. They are: Be Diverse, be Courageous, be Considerate, be Transparent, be Focused, be Accountable, and above all, be Dexterous!

What we will give you - the perks:
Competitive salary
Flexible working
25 days off plus bank holidays volunteering days, summer hours and a day off the week of your birthday
Employer-paid private medical insurance and health cash plan (Medicash - reloadable shopping cards, cinema ticket discounts, online discounts and more!)
Cycle to work scheme
Access to LinkedIn Learning
Payroll giving
Income protection
Mental health support through Help@Hand.

See who you would be reporting to https://www.linkedin.com/in/peter-chapman-b50494108